CRT-261 EXAM PATTERN & CRT-261 RELIABLE EXAM PAPERS

CRT-261 Exam Pattern & CRT-261 Reliable Exam Papers

CRT-261 Exam Pattern & CRT-261 Reliable Exam Papers

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Salesforce CRT-261 is a certification preparation course designed for individuals who want to become certified Service Cloud Consultants. The Service Cloud Consultant certification is intended for individuals who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. Certification Preparation for Service Cloud Consultant certification course helps individuals prepare for the Service Cloud Consultant certification exam, which is a multiple-choice exam that tests their knowledge of Salesforce Service Cloud features, design considerations, deployment best practices, and troubleshooting techniques.

Salesforce CRT-261 Exam is a valuable certification for professionals who specialize in Service Cloud. It demonstrates their expertise in implementing and managing Salesforce Service Cloud solutions and can help them advance their careers in this field. By studying the exam guide, attending training courses, and taking practice exams, individuals can increase their chances of passing the exam and obtaining the certification.

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High Pass-Rate CRT-261 Exam Pattern | Latest CRT-261 Reliable Exam Papers and Authorized Examcollection Certification Preparation for Service Cloud Consultant Questions Answers

Eliminates confusion while taking the Salesforce CRT-261 certification exam. Prepares you for the format of your CRT-261 exam dumps, including multiple-choice questions and fill-in-the-blank answers. Comprehensive, up-to-date coverage of the entire Certification Preparation for Service Cloud Consultant (CRT-261) certification curriculum. Salesforce CRT-261 practice questions are based on recently released CRT-261 exam objectives.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q190-Q195):

NEW QUESTION # 190
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

  • A. Entitlements and Milestones
  • B. Salesforce Console
  • C. Case Assignment
  • D. Case Escalation

Answer: A

Explanation:
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time.
You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones


NEW QUESTION # 191
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

  • A. Build a Summary report on Products and Activities.
  • B. Create a Custom Report type with activities as the primary object.
  • C. Customize the My Teams Calls this week standard report.
  • D. Set up a reporting snapshot of the case, contact and activity objects.

Answer: B

Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types


NEW QUESTION # 192
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

  • A. Data Import Wizard
  • B. Mass Transfer Records
  • C. Change Sets
  • D. Data Loader

Answer: C,D

Explanation:
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview


NEW QUESTION # 193
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

  • A. Remove unnecessary columns from the reports.
  • B. Remove date boundaries from filter criteria.
  • C. Remove dashboards based on long-running reports.
  • D. Remove formula fields from filter criteria.

Answer: D


NEW QUESTION # 194
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?

  • A. Configure the CTI Adapter.
  • B. Add the utility bar to the app.
  • C. Enable the Lightning Console.

Answer: A

Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.


NEW QUESTION # 195
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